Customer Services Engineer
hace 2 semanas
PURPOSE OF THE ROLE
We are looking for a new colleague, based in Spain, Madrid or surroundings. As our Customer Services Engineer, you will get familiarized and specialized with the newest and relevant technologies of the sector, to provide hands-on technical expertise in all aspects of installation, commissioning, customer training, maintenance, fault-finding and customer support. Part of the job will include some participation on the sales process conducting demos, POCs and presentations to the customers, from the technical point of view and based in your own specialization level on relevant technologies and product lines. The primary objective is to become an efficient and effective member of the Customer Services team, delivering highly competent and effective services, focused on the best solution of the sector, achieving maximum customer satisfaction and furthering the professional image of the company.
DUTIES AND KEY ACCOUNTABILITIES
Get specialized in the relevant technologies, specific product lines and systems from issued documentation, participation in trainings at the supplier factory and/or online trainings and certifications. Is expected to take ownership of relevant technologies according to your domain and specialization (ex. Cameras, Video Mixers, Multiviewers, Routing Systems, Graphics Systems, Playout Systems, Intercom Systems and any other product line as required).
Provide the first level technical, software and hardware related assistance and support to customers, for all specialized products, either by remote diagnosis or directly hands-on the systems.
Escalate unresolved problems and issues to the relevant third parties.
Carry out with the procedures necessary to test, certify and validate systems during the commissioning process.
Carry out with planned and proactive maintenance at customer site.
Carry out with operational and technical trainings for customers end users.
Carry out with writing reports, proposals and projects documentation maintenance.
Carry out with the follow-up and documentation of all services and support assistance delivered, to keep track of all daily task.
Get familiarized and follow the cybersecurity policies and process of the organization.
Frequent travel within Spain territory is an essential part of the job. Some travel to factories and customer sites abroad could be expected especially within Europe territory.
SKILLS REQUIRED
Degree in Audiovisual and Multimedia Systems Engineering or equivalent.
Basic knowledge in Broadcast IP technologies (ex. ST2022, ST2110, NMOS, H.264, H.265 and similar technologies) and/or knowledge in cloud-based broadcast solutions are highly valued.
Basic IT and computing knowledge. Routing switch and/or AWS certifications are highly valued.
Basic STIC knowledge. Higher STIC knowledge or Cybersecurity certification is highly valued.
B2 English level required.
Previous experience in the broadcast sector required.
At least 3 years’ experience as a service delivery and/or customer support engineer.
GENERAL REQUIREMENTS
Customer focused job. You should always display a proactive approach to solve problems.
Outgoing and good at building relationships through inspiring trust and confidence.
To have a professional personal image presentation.
Self-motivation and a willingness to work with others towards a shared goal.
The ability to contribute to a team effort, yet to accept responsibility for an individual role within the team.
Be a team builder at all the time, help and support your colleagues when is needed.
Excel at continual learning in a rapidly advancing technological area.
Good verbal communication skills.
Ability to work under pressure.
To take responsibility for your own health and safety as necessary.
To comply with the company’s disciplinary and grievance procedure as required.
To comply with the company’s policies and procedures at all times.
The post holder will be required to undertake such other duties as may be required within the grade and competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
Duties are set out in this job description but please note that, in consultation with the post holder, the company reserves the right to update the job description from time to time to reflect changes in or to the role. Significant permanent changes in duties and responsibilities will require agreed revisions to be made to this job description.
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